How can we help

Frequently Asked Questions

Common questions we get asked

- Why do I have to pay a service charge?

Your service charges covers the communal costs of maintaining your block and includes items such as buildings insurance, decorations and repairs to the common parts, cleaning, gardening and any machinery or plant maintenance, Your lease will provide further details and specifies what you have to pay and when.

- Do I have to buy contents insurance for my flat?

Your building is insured via the buildings insurance that we buy using your service charge fund. If you require insurance for your personal items in your flat (e.g. laptops etc) you will need to purchase a separate policy for this

- How can I report faults?

You can report faults in many ways, via the website, or by email, or phone us. Sometimes we are out on site so if we don’t answer the phone straightaway please leave a message – we promise to get back to you quickly!

- How can you cover my block effectively from so far away?

All our property managers are based remotely so your contact will always be based close to your block, even if the office is some distance away. We make sure that our property managers have the equipment required to access (securely of course!) all of the information on your block when they are on site so they can work as efficiently and effectively as possible.

- How often do you inspect my block and what does this consist of?

The frequency of inspection varies from site to site, but we inspect regularly and always produce a written inspection with photos which is created live on site and available immediately. This means that the property manager and back office staff can begin working on any faults straightaway without having to travel to the office to finalise the inspection report.